| Members will ensure that staff who deal with customers are appropriately trained. Escalation procedures for sales enquiries, support and technical issues and customer services matters should ensure these issues are handled smoothly efficiently and promptly by appropriately trained staff. In the event that the Member does not have appropriately trained staff of their own they must make suitable arrangements with third party suppliers.
Members must be able to provide either internally or through external suppliers appropriate expertise with regard to any hardware products currently being sold (unless the product is specifically excluded in advertising and relevant marketing materials). In this instance 'appropriate expertise' includes the ability to translate the features and performance of the product into terms that a typical user or potential user of that product would find reasonable to understand.
When selling into the domestic marketplace in particular or any other environment where it is likely that a computer will be used by young children and other vulnerable people, the PCA Member must give appropriate advice and guidance with regard to the safe use of the Internet. This should include an explantion of the implications of access to the worldwide web and ways in which this can be managed and the services and facilities availble to manage and monitor use and applications.
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